Refunds

We sincerely hope you’re delighted with your order! However, if you experience any issues, please get in touch with us at office@homemadebrownie.co.uk within 2 days of receiving your order. We aim to respond within 1 working day (Monday to Friday, excluding Bank Holidays and business closures).

Our priority is always to resolve any issues quickly and fairly. If we’re unable to resolve the matter to your satisfaction, and a refund is deemed appropriate, we’ll be happy to arrange this in line with the terms below.

Exceptions & important notes

We’re proud to deliver our brownies to your specific order. As such, we’re unable to offer refunds in the following situations:

• Delivery Delays or Missed Deliveries: We cannot take responsibility for delays or missed deliveries caused by courier issues or errors, adverse weather or other factors outside our control. However, we will always liaise with our delivery partners to try to resolve any problems on your behalf.
• Customer Input Errors: We are not responsible for errors such as incorrect delivery addresses, product choices or delivery date selections made during the ordering process. Please double-check your details before placing your order.
• Preferred Delivery Dates: While we allow customers to select a preferred delivery date, this date is not guaranteed. Deliveries may be affected by circumstances beyond our control. Therefore, no refund is due if the delivery is late but still within the product’s shelf life. We strongly recommend building a suitable buffer into your selected delivery date if your order is needed for a specific event or occasion.
• Return Requirements: In exceptional circumstances, if a return is agreed with us, the product must be returned unopened and at the customer’s expense. The item is not re-sold but is required as part of our waste reduction policy. No refunds will be processed until the returned item is received and inspected.

PROCESSING Refunds

Once a refund is agreed upon, it will be processed automatically to your original payment method. Please note that banks and card providers may take a few working days to complete the transaction and for the refund to appear in your account.

If you have any questions or concerns about your order, we’re here to help - just email office@homemadebrownie.co.uk.